Services Representative, Radiation Oncology

WVU Medicine

About The Position

This position performs a variety of office duties in support of the physicians and the department in its clinical, academic, and research activities. Provides operational support to ensure the smooth flow of the department through excellent communications and schedule coordination. This position schedules imaging studies as well as special procedures in conjunction with neurology and OR.

Requirements

High school diploma or equivalent AND Medical/technical certificate (ie. Medical Assisting, Medical Administration, or Business Administration) AND One (1) year of medical office setting experience; OR high school diploma or equivalent AND two (2) years of medical office experience or 18 months of medical office experience directly related to cancer services; OR Associates Degree in business or healthcare related field.
Ability to sit for extended periods of time.
Hearing (aid permitted)-must be able to function without use of lip reading.
Visual acuity (corrected)- keen for both distant and near objects/individuals (i.e. ability to read small print)
Frequently required to use a computer keyboard.
Strong EPIC skills, including Cadence, Referrals and Prelude preferred. Creating and maintaining Epic Scheduling Templates.
Ability to accurately utilize applicable computer software and equipment for access processing and demonstrates ability to follow down-time procedures.
Requires critical thinking skills, analytical skills.
Ability to work under minimal supervision.
Requires strong communication, customer services, interpersonal skills and telephone etiquette.
Ability to react effectively and calmly in emergencies.
Motivation and drive for continuous development of self.
Requires ability to perform repetitious duties throughout the work shift.
Cooperatively interacts with the health care team to support and contribute to the shared group goals
Ability to maintain patient/customer confidentiality.
Requires considerable attention to detail, the ability to be organized and to be able to perform multiple tasks simultaneously.
Ability to access and provide information on demand, at times taking requests from several sources.
Requires the ability to memorize a considerable amount of information, and to be able to reference information not retained from written sources or from appropriate personnel.
Must be able to communicate effectively, both in writing and in oral communication.
Maintains a professional demeanor when dealing with staff, physicians and external contacts/departments in order to present the Department of Radiation Oncology in a positive manner.

Nice To Haves

Completion of Medical terminology class.
Bachelor’s degree preferred.
Experience in a medical office setting preferred.
Experience with imaging exams, OR procedures, and diagnoses.
Knowledge and understanding of medical terminology preferred.
Knowledge of third party payers and insurance preferred.
Ability to type at a speed of 40 words per minute preferred.
Knowledge of Computer Software/Systems including but are not limited to: Microsoft Office Profession Suite (Outlook, Word, Excel, Access) Internet Explorer, EPIC, & ARIA.

Responsibilities

Checks in and Checks out patients in accordance with Scheduling/Registration guidelines and with the ability to prioritize according to the patient’s needs.
Collects all signatures on waivers for managed care at the point of check in.
Obtains and verifies patient guarantor information a minimum of once a year to ensure that the patient record is up-to-date.
Updates patient demographics and accurately enters into EPIC and Radiation Oncology EMR (ARIA).
Coordinates schedules for patients undergoing Clinical Trials.
Accepts scheduling calls from referring physician offices and patients. Interfaces and develops relationships with referring providers and their staff.
Schedules patients for outpatient diagnostic testing including MRI, CT, PET/CT, ultrasound, etc.
Coordinates diagnostic tests with other patient appointments in order to reduce patient travel and inconvenience.
Answers, screens and directs incoming calls to appropriate personnel relaying messages between patients and clinical staff. Pages clinic personnel as appropriate.
Registers and schedules patients based on the scheduling guidelines and medical appropriateness with the appropriate provider (ie. Breast, Head and Neck, GI, Lung, etc.).
Schedules emergency/urgent patient referrals at the time of the provider’s request.
Seeks positive solutions to the challenges of working in a high stress environment through respectful communication and active problem solving along with processing a high volume of patients.
Notifies department of delays in treatment times, keeping all clinical staff and patients informed of unscheduled down time.
Coordinates patient appointments with other physician specialists.
Contacts patients and informs them of their referral information, including date/time, specialist or facility name/address/phone number and any instructions they may need to know prior to the appointment.
Schedules returning appointments in accordance with physician and/or department guidelines;
Coordinates returning appointments with other appointments the patient may have.
Updates EMR by scanning reports, consents, etc. into patient record. Requests patient records from non-WVU Medicine institutions and scan records into ARIA for physician review.
Schedules special procedures in conjunction with Neurosurgery, OR, and Multi-Disciplinary Clinics (MDC).
Re-schedules patient appointments at the request of the patient or due to changes in the physician’s schedule. Notifies clinic staff of appointment changes.
Identifies and communicates need for scheduling modifications and development.
Assures upon check out all follow up appointments & testing are coordinated with the patient.
Notifies appropriate personnel of any scheduling change due to patient cancellation in a timely fashion.
Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representatives as needed.
Participates in on-going education activities to develop, maintain and enhance professional expertise as monitored by supervision.
Completes work queues as needed in a timely fashion along with daily tasks according to the scheduling area working in.
Participates in performance improvement by following established work systems, identifying deviations or deficiencies in standards/systems/processes and communicates problems to manager.
Complies with Notices of Privacy Practices and the Patient’s Rights and Responsibilities and cooperate with the WVUH Corporate Compliance Program during employment.
Monitors and maintains patient education materials, to include patient engagement activities such as fundraisers and events.
Arranges transportation for patients as needed.